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Operations Manager, Support

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Instawork is seeking an Operations Managers to build an exceptional customer support operation.

ABOUT INSTAWORK
Instawork is building the hospitality industry’s essential hiring engine.

We connect professionals to full-time, part-time, and temporary work opportunities.  We enable gig workers to manage their own schedules and make extra money. We enable thousands of hospitality businesses with experienced, reliable, high quality professional on-demand talent to fill staffing gaps.

Instawork is west coast based, active in 15+ cities across the U.S.  and expanding rapidly into new markets. Our aspirations are global. We can only achieve our aspirations by hiring extraordinary people who execute relentlessly.

We’ve been fortunate to be funded by some of the greatest investors in Silicon Valley: Benchmark (Bill Gurley, Uber investor), Y Combinator, SV Angel, Crunchfund, Steve Chen (co-founder of YouTube), Mike Vernal (VP of Product at Facebook), among many more.

This is a rare opportunity to pioneer a huge, disruptive new business with positive economic impact. Come build the future with us!

ABOUT THE OPERATIONS MANAGER ROLE

As the Operations Manager, you are fundamental to Instawork's success. You'll have the unique opportunity to build an exceptional customer support operation that establishes trust for our customers. You'll drive projects from conception through implementation. You are customer-obsessed, intellectually curious and excited by the opportunity to drive the company forward.  We’re constantly innovating and refining our customer support processes, and you’re a huge piece of it.

We are looking for someone with the mix of operational prowess to get great work done, the hustle to build policies and procedures from scratch, the empathy and communication skills needed to best support our professionals and partners, and innovation that's required to develop outside-the-box solutions.

We believe in providing the highest quality service, executed in the smartest, most efficient way. Your goal is to help our partners resolve their issues and turn unhappy users into power users. The right candidate is looking to build and continuously improve the most complex customer-facing processes to meet best-in-class productivity & service goals.

You’ll report to the Head of Central Operations. You will work side-by-side to make Instawork a success across every market.  It’ll be a challenging and rewarding journey.


WHAT YOU WILL DO:
* Problem-solving. Build policies and processes to solve complex problems for customers quickly and with the highest quality delivery using various support platforms (email, chat, phone).
* Customer-obsessed. You listen and engage our customers with empathy. You deeply understand the needs of our customers and how to best solve their issues.
* Collaborate. As the voice of the customer, you influence outcomes across the organization in partnership with various teams including local operations, marketing, and product.
* Educate. Work in parallel to educate and assist our partners in a caring and action-oriented manner.
* Analytics & strategy. Develop and execute on how we view key support metrics and how we optimize our daily operations.
* Leadership. Build the vision and the team to run our customer support operations and deliver on world-class support to our customers every day.

YOU HAVE:
* Experience leading teams directly or as a peer on complex products or projects
* Outstanding structured problem-solving skills and a drive for impact
* A track record of solving ambiguous problems and seeing around corners
* Strong written communication skills with the ability to translate complex topics into concise messages
* Strong customer empathy and care for our customers
* Enthusiastic and positive attitude

It’s a bonus if you have:
* Customer support experience
* Spanish fluency
* Hospitality experience
* SQL proficiency

INSTAWORKS PERKS:
* Medical/dental/vision insurance 
* Health FSA and Dependent Care FSA 
* Open PTO – take the time you need 
* 401k (non-matching) 
* Weekly Lunch, snacks, drinks and fun hospitality events 

INSTAWORKS VALUES:
* Bias for Action --We practice high-velocity decision-making, despite encountering ambiguity frequently.
* Act Like an Owner -- We have a strong ownership mentality, because of this, we work smart, hard, and long. Every person on the team has the potential to have a large impact.
* Always Be Learning -- We learn rapidly and eagerly, from different teams within and outside the company. Respectful debate makes our organization stronger
* Empathy, Trust, Candor -- Being empathetic to our users and each other helps build trust in our community and company, and fosters successful decision-making.

Instawork is leading on-demand hospitality staffing marketplace. We create economic opportunity for the 10% of underserved Americans and small and medium-sized businesses in the hospitality industry. We are disrupting on professional quality and convenience and our professionals earn on average ~50% more than minimum wage.

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